Technical Capability Developer

11 hours ago

Melbourne, Victoria, Australia beBeeCloud Full time $80,000 - $120,000

The Cloud Service Specialist plays a pivotal role in guaranteeing daily performance of Production Specialists, resolving technical escalations, and developing technical capability within the team.

  • Monitor and support process delivery by reviewing daily transactions on performance parameters.

The specialist is responsible for:

Key Responsibilities:
  • Reviewing performance dashboards and scores for the team.
  • Supporting team members in improving performance parameters through technical guidance and process support.
  • Recording, tracking, and documenting all queries received, problem-solving steps taken, and total successful and unsuccessful resolutions.
  • Ensuring standard processes and procedures are followed to resolve client queries.
  • Resolving client queries according to defined SLAs.
  • Developing understanding of processes and products for team members to facilitate better client interaction and troubleshooting.
  • Documenting and analyzing call logs to identify recurring trends and prevent future problems.
  • Identifying red flags and escalating serious client issues to Team Leaders in cases of untimely resolution.
  • Providing product information and disclosures to clients before and after requests.
  • Avoiding legal challenges by monitoring compliance with service agreements.
  • Handling technical escalations through effective diagnosis and troubleshooting of client queries.

This role requires strong technical skills, excellent communication, and interpersonal skills. The ideal candidate will be able to manage and resolve technical roadblocks, provide product support and resolution, and ensure superior customer service levels.

Deliverables:
  • No Performance Parameter Measure 1 Process: No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT / ESAT
  • Team Management: Productivity, efficiency, absenteeism
  • Capability development: Triages completed, Technical Test performance

Essential Skills: Strong technical knowledge, excellent communication and interpersonal skills, ability to manage and resolve technical roadblocks, provide product support and resolution, and ensure superior customer service levels.

Mandatory Qualifications: 5-8 years of experience.

Applicants with disabilities welcome.

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